Citizens Advice Bureau

• Text-based communication: Citizen Advice Bureau (CAB) gains automated SMS messaging to free up staff time for core business services
• Better service, more customers: Refocused operations allow the CAB to give advice to more people. Appointment no-shows are immediately reduced
• Simple, effective messaging: SMS reaches a broad audience with more than 90% of the UK population having access

“Using aql’s SMS service has helped us keep clients informed about important appointments and given them a simple communication channel to notify us if their timings or circumstances change. This has improved attendance rates, reduced no-shows, and allowed us to utilise our staff and volunteer time more efficiently. The SMS service has had a significant positive impact on our service delivery, and aql’s support team has been incredibly supportive and helpful, letting us get the most out of the platform.”

– Katy Harris, Stakeholder and Grant Compliance Lead, Citizens Advice Bureau

The Citizens Advice Bureau (CAB) is a trusted charity that provides free and confidential guidance to citizens on various issues, including benefits, housing, employment and debt. With around 60 full-time staff and 40 volunteers supporting 30,000 customers annually, efficient communication is critical to their operations, helping people overcome challenging situations with a supportive and helpful service. Enabling easy communications is key to this valuable service.

Overcoming communication challenges
Previously, CAB relied on emails and phone calls to schedule appointments with citizens who require advice. However, clients often missed emails due to spam filters or lost appointment details, leading to many no-shows. As a charity, dedicating volunteer time to send manual reminders was taking valuable resources away from their core service – offering actionable advice when citizens need it most. CAB was looking for an easier, more reliable way to communicate.

Benefits of aql SMS solution
By integrating aql’s intuitive SMS service, CAB has transformed its communication strategy:

• Dashboard access: aql’s intuitive dashboard allows staff to schedule messages and analyse message data via a central platform
• Two-way communication: Staff and volunteers can schedule automatic appointment notifications. Clients can easily respond to confirm, cancel, or reschedule appointments
• Reach: Because 90% of the UK population has a mobile phone, SMS offers a simple, fast way to communicate, without requiring app downloads or WiFi
• Security: In aql’s network, SMS messages are exclusively handled by UK-based data centres, enhancing security and assuring data protection

With a legacy dating back to 1939, the CAB is integral to keeping people informed and educated about a range of issues that have affected them for more than 85 years. Having this strong service foundation, CAB continues to evolve, finding best-in-class solutions to better serve its community.

Get in touch
Want to enhance your communication strategy with SMS? Contact us or click here to learn more about our SMS text messaging products, which are supported by 24/7/365 round-the-clock support.

Have you heard? 
aql’s SMS reward program saves you money while enhancing customer engagement. By encouraging customers to send your business messages, aql can provide savings on outbound messaging costs. Get in touch to find out more.